About Hiver
Hiver is the world’s first helpdesk built for Google Workspace. We help teams deliver fast and empathetic customer service, right from the tool they are already familiar with - Gmail.
This means they can assign, track, and collaborate on customer emails, as well as run the most advanced analytics and automations from the Gmail interface, without sacrificing any time on learning new software or switching tabs.
Hiver helps over 1500 companies - ranging from new-age unicorns to traditional enterprises - deliver a better experience to their customers. Companies like Canva, Lonely Planet, Flexport, Pluralsight, Oxford Business Group, and Upwork, among others, are powered by Hiver.
Hiver has all the powerful features of a helpdesk, yet the simplicity of Gmail. Here are a few:
KEY FEATURES
Collision Alerts - Get alerted when someone is responding to an email. Avoid duplicate and conflicting responses.
Email Tags - Email tags for shared inboxes help you organize your emails by categories.
Auto Assignment - Automatically assign emails to your team in a Round-Robin manner for faster responses.
Email Templates - Save canned responses as templates. Share them with your team.
SLA & Business Hours - Set the right expectation for your team. Never drop the ball on customer queries.
Analytics - Track all your key customer service metrics. Identify areas of improvement and fix them.
Customer Surveys (CSAT) - Measure customer satisfaction by sending a short survey at the end of emails.
Workload Distribution - Optimize your team's workload in a single click.
Key benefits of Hiver
1. Deliver brilliant customer service right from Gmail
With Hiver, you don’t have to switch between Gmail and a ticketing system to manage your customer service help desk. Hiver gives you everything you need to manage customer emails and collaborate with your team, all without the complexities of a ticketing system.
2. Assign tasks and improve team accountability
With Hiver, you can easily assign an email as a task to your teammate in a couple of clicks. Hiver also allows you to filter tasks based on their completion status (unassigned, open, closed, and pending) and based on who is doing what. This way you can track the progress of tasks and make teammates accountable.
3. Take the grunt work out of customer service with Automations
Create smart rules to automate your customer service workflows so that your team can stay focused on doing what they do best — delighting your customers.
4. Measure what matters with Analytics
With Hiver’s analytics, you can now view multiple types of reports with a single click, use the Analyze button, and instantly deep dive into each of them for crystal clear insights and monitor your team’s performance to make data-driven decisions.
5. Prevent email duplication with Collision Alerts
Collision alerts in Hiver provide visual cues that prevent the agents from replying to the same email (and potentially sending conflicting replies).
Images
Not sure about Hiver?
Compare with a popular alternative
Starting Price
Pricing Options
Features
Integrations
Ease of Use
Value for Money
Customer Service
Alternatives
Gmelius
Intercom
Helpwise
Front
Reviews
Already have Hiver?
Software buyers need your help! Product reviews help the rest of us make great decisions.
- Industry: Leisure, Travel & Tourism
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Hiver Is A Must For High Volume Inboxes
Reviewed on 12/09/2019
Pros
Hiver is great for my team as we have several high volume inboxes. Prior to Hiver our teams would all log into a separate inbox and choose pages to work from which became increasingly less efficient.
Hiver has changed this by adding all our inboxes in one place. The ability to assign emails and collision detection has also greatly reduced instances of double up on work as well. The collaboration tools are great with the ability to leave notes and @ mention other users as in the past we would be creating drafts in the emails to leave notes. It also provides the ability for automation which allows us to prioritize specific items
Cons
It would be nice to have the ability to sort emails from oldest to newest
Analytics can be a little hard to follow at times, though they do allow you to export the raw data and extrapolate from there
- Industry: Financial Services Software
- Company size: 2–10 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Hiver for email collaboration
Reviewed on 22/03/2023
It has made a huge difference in reducing the work volumes of our senior staff. They no longer need...
It has made a huge difference in reducing the work volumes of our senior staff. They no longer need to decide what to delegate but they can still see what the junior and intermediate staff are doing.
Pros
I love that incoming client emails now arrive in a shared inbox and that we can assign the emails to the most junior responsible team member rather than coming in at the most senior level and being pushed down to the team and everyone has visibility over what the junior staff member is doing.
Cons
The inability to share draft emails that are new emails, not responses to existing emails.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 0.0 /10
endless problems
Reviewed on 06/11/2019
would not recommend
would not recommend
Pros
works sometimes, that's the best i can say
Cons
buggy software, does not sync, support is absent
- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
Little costly for small teams, but Effective tool for Ticket management
Reviewed on 02/04/2023
It was a fruitful experience,Excellent ticket management tool, Assignment, automation use cases are...
It was a fruitful experience,Excellent ticket management tool, Assignment, automation use cases are awesome. pricing could be more competitive. Little Expensive in the long run for small startups, useful for larger teams.
Pros
Automation, Analytics and ticket management
Cons
Auto assignment could be better and Analytics report by tag count should be downloable.Pricing could be more competitive.
Response from Hiver
Hello Saket,
Thank you for the feedback. We are glad to hear that Hiver is beneficial in email management for your team.
We request you write to us at [email protected] to solve your Analytics queries.
Ashmit | Marketing, Hiver
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Its very useful software
Reviewed on 03/04/2023
Very good experience
Very good experience
Pros
I am liking the most team Analytics, Ticket Assigning
Cons
Need to improve Automated mail assigning
Response from Hiver
Hello Vinay,
We are glad to get your feedback. And we hope to continue being beneficial to you and your team.
To highlight or discuss any concerns, please do not hesitate to contact us at [email protected].
Ashmit | Marketing, Hiver
Hiver FAQs
Below are some frequently asked questions for Hiver.Q. What type of pricing plans does Hiver offer?
Hiver offers the following pricing plans:
- Starting from: $15.00/month
- Pricing model: Subscription
- Free Trial: Available
Lite Plan: $15/user/month when billed annually. $19/user/month when billed monthly. Pro Plan: $39/user/month when billed annually. $49/user/month when billed monthly. Elite Plan: $59/user/month when billed annually. $69/user/month when billed monthly.
Q. Who are the typical users of Hiver?
Hiver has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Hiver support?
Hiver supports the following languages:
English
Q. Does Hiver support mobile devices?
Hiver supports the following devices:
Android (Mobile), iPhone (Mobile)
Q. What other apps does Hiver integrate with?
Hiver integrates with the following applications:
Aircall, Asana, Jira, Slack, WhatsApp, Zapier
Q. What level of support does Hiver offer?
Hiver offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat
Related categories
See all software categories found for Hiver.
